CareTech Community Services Limited - 82 Chaucer Road

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question Requires improvement. At this inspection the rating has changed to Good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

Staff were kind and caring and treated people with compassion. People and relatives were happy with their support. Staff supported people to be independent and to make choices about their day to day support.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, empathy and compassion and staff respected their privacy and dignity. People were visibly happy and relaxed being supported by the staff team. Staff spoke with people kindly and calmly and knew how to treat people in such a way to help them feel relaxed and be a part of their support. They treated people with dignity and respect and gave people space when they needed it. The registered manager was compassionate and people and the staff team gave positive feedback about the impact they were having at the service. One person said, ‘‘Staff are lovely. They really care.’’ A relative told us, ‘‘The staff are absolutely amazing. They are great with [family member] and I know they are very happy and settled.’’

People were treated as individuals and their care, support and treatment met their needs and preferences. Staff knew people well as individuals and knew their preferences, likes and dislikes. They supported people to understand what was happening throughout the day and be involved if they chose to be. The registered manager continually encouraged staff to put people first when it came to supporting them as individuals. For example, 1 person was being supported to look for an opportunity to spend time with their friends at an educational setting. Another person was fully supported to live their life according to their chosen belief and culture. One person said, ‘‘[Staff] know me well and I have known them for a long time.’’ A relative told us, ‘‘The care has always been good. [Family member] always looks great and they support them to wear what’s important to them.’’

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to be as independent as they chose to be in areas such as cooking and personal care. People’s care plans made it clear where people could be supported to be independent. Staff continually offered choices to people throughout the day and it was clear people were happy to make their own choices. One person said, ‘‘I am independent and do most things myself. The staff make me feel safe when I do this.’’ A relative told us, ‘‘[Family member] can be a little hard to motivate sometimes but this does not stop the staff team trying. They always try and encourage them to do what they can for themselves.’’

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed staff noticed when people might need support and anticipated their needs. They were then able to promptly support people to feel happy and relaxed. One person was visibly becoming upset and staff responded immediately to support them with what they needed. This had a positive impact for the person. Staff told us they prioritised people’s support needs above all other aspects of their job. The staffing levels at the service meant people did not have to wait long to be supported if they needed help. One person said, ‘‘I can go out whenever. Even if it is not straight away it happens quickly.’’

The registered manager cared about and promoted the wellbeing of their staff and supported and enabled them to support people safely. Staff told us they felt well supported by the registered manager and enjoyed their job roles. They told us they had regular opportunities to discuss their job and to feed back about how people are supported and how things were progressing at the service. They gave us examples of how the registered manager had supported them to have a good work balance, for example by offering flexible working or specific shift patterns.